--- schema_version: "1" id: 3346c98eecc9d8a2b59b093c01c46c4abdae47ea7bd25008bde947d1b1343e28 title: SlaProcess collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/object_reference/sforce_api_objects_slaprocess.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_slaprocess.htm source_site: developer.salesforce.com content_type: documentation content_hash: 090e9218ae7ba94a8168c563fce817314f62172538ca5cdf41aff7d30d483e02 description: Represents an entitlement process associated with an Entitlement. This object is available in API version 19.0 and later. --- # SlaProcess Represents an entitlement process associated with an Entitlement. This object is available in API version 19.0 and later. An entitlement process is a timeline that includes all the steps (MilestoneType records) that your support team must complete to resolve cases. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. ## Supported Calls describeSObjects(), query(), retrieve(), search(), describeLayout() ## Special Access Rules As of Summer ’20 and later, only Salesforce admin users, users with access to the Case, Entitlement, or Work Order objects, and users with the View Setup and Configuration permission can access this object. ## Fields | Field | Details | | --- | --- | | BusinessHoursId | Type reference Properties Filter, Group, Nillable, Sort Description Required. ID of the BusinessHours associated with the entitlement. Must be a valid business hours ID. | | Description | Type textarea Properties Filter, Nillable Description A description of the entitlement process. | | IsActive | Type boolean Properties Defaulted on create, Filter Description Indicates whether the entitlement process is active (true) or not (false). | | IsVersionDefault | Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the entitlement process is the default version (true) or not (false). This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled. | | LastViewedDate | Type dateTime Properties Filter, Nillable, Sort Description The date when the SlaProcess was last viewed. | | Name | Type string Properties Filter, idLookup Description The name of the entitlement process. | | NameNorm | Type string Properties Filter, Group, Sort Description The read-only value for the unique name of the entitlement process or the entitlement process version. If entitlement versioning is enabled, this value is automatically generated for each version of an entitlement process in this form: process name+\_v + x, where x is the version number (for example, “gold\_support\_v2”). If entitlement versioning isn’t enabled, this value is the same as Name. This field is available in API version 28.0 and later. | | SObjectType | Type picklist Properties Restricted picklist, Filter, Group, Sort Description The type of records that the entitlement process can run on. Its values are: - Case - Work Order An entitlement process runs only on records that match its type. For example, a Case entitlement process that’s applied to an entitlement runs only on cases associated with the entitlement, not on work orders. As a best practice, therefore, manage customers’ work orders and cases on separate entitlements. The field label in the user interface is Entitlement Process Type. | | StartDateField | Type picklist Properties Filter, Restricted picklist Description The criteria for cases to enter the entitlement process. Cases can enter the process based on: - The creation date on a case - A custom date/time field on a case | | VersionMaster | Type string Properties Filter, Group, Nillable, Sort Description Identifies the sequence of versions to which this entitlement process belongs. Must be a valid ID and must be identical among all versions of the entitlement process. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled. | | VersionNotes | Type textarea Properties Filter, Group, Nillable, Sort Description The description of the entitlement process version. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled. | | VersionNumber | Type int Properties Filter, Group, Nillable, Sort Description The version number of the entitlement process. Must be 1 or greater. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled. | ## Usage Use this object to query entitlement processes on entitlements. #### See Also - [Entitlement](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_entitlement.htm "Represents the customer support an account or contact is eligible to receive. This object is available in API version 18.0 and later. Entitlements may be based on an asset, product, or service contract.") - [MilestoneType](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_milestonetype.htm "Represents a milestone (required step in a customer support process). This object is available in API version 18.0 and later.") - [CaseMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_casemilestone.htm "Represents a milestone (required step in a customer support process) on a Case. This object is available in API version 18.0 and later.")